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Bank of AmericaFinancial Center Operations Manager - Phoenix West Area in
Phoenix, Arizona

Job Description:

Financial center operations managers (FCOMs) play a critical leadership role in the financial center and are required to exercise discretion and independent judgment, as necessary. They are accountable for the operations of the financial center with oversight of functions that service the teller line, day-to-day policy and procedure adherence, and improvement of financial center performance. FCOMs also assume leadership responsibility for the financial center in the financial center manager’s (FCM) absence and ensure that the FCM’s directives are implemented.

Primary Responsibilities

Risk and Operational Management

•Manage the financial center operations

•Provide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks

•Ensure that in the event of a new procedure, product or operational change, associates are informed and properly executing the change in compliance with regulations and policy

•Track and manage service and operational performance metrics through monitoring of daily activities and reports; if necessary, develop, communicate and execute action plans to close gaps between goals and results

•Ensure day-to-day service and sales activities comply with standards for customer and operational excellence and meet regulatory compliance requirements

•Ensure associate and customer safety

Customer Experience

•Ensure a customer experience consistent with our brand

•Ensure customers/clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service and specialized needs are met; and help drive overall revenue growth.

•Capitalize on all referral opportunities to help customers obtain the full value of their Bank of America relationship

•Leverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve our customers with operational excellence and accuracy

•Provide a value-added customer experience that leads to improved satisfaction and sales

•Handle customer escalations in the absence of the FCM; ensure enterprise complaint tracking is executed

Talent Management

•Own resource management for the financial center

•Assist associates in handling more complex transactions and resolving issues that require an in- depth understanding of regulatory compliance and policy and procedural knowledge

•Coach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transactions accuracy and customer engagement

Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals

Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction

Strong financial and business acumen including experience interpreting reports to drive performance

Proven record of balancing risk and making sound decisions while achieving business goals

Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service

Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results

Availability to work weekends and/or extended hours as required to run the business

Desired skills:

Undergraduate degree

Bilingual (fluent verbal and written)

Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality

Posting Date : 02/16/2018

Location :

Phoenix, AZ, WEST MC DOWELL IN STORE BC, 4230 W Mc Dowell Rd,

Phoenix, AZ, SOUTH MOUNTAIN BC, 4201 S Central Ave,

Goodyear, AZ, ESTRELLA PARK & VAN BUREN BC, 340 N ESTRELLA PKWY,

Glendale, AZ, GLENDALE BC, 5800 W Glenn Dr,

Phoenix, AZ, 24TH & BASELINE BC, 2080 E Baseline RD,

United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

Assistance for Applicants with Disabilities

Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .

Diversity & Inclusion

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Frequently Asked Questions

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